Here’s the Beef... The elimination of ALL unnecessary Moments of Truth – everywhere. The repeatable delivery of Moments of Magic for each Moment of Truth that cannot otherwise be eliminated.
Richard Normann Richard Normann wasn’t… a guru. He was more than that’ Henry Mintzberg He had the astonishing ability to make you think quite differently about problems and issues that you thought you’d been entirely familiar with for years. Wally Olins
The Mission of the Club The mission of a Toastmasters club is to provide a mutually supportive and positive learning environment in which every member has the opportunity to develop communication and leadership skills, which in turn foster self-confidence and personal growth. 290 Moments of Truth 1
The Reasons Members Leave 3% move away 1% die 9% move on to other products because of a recommendation 9% find a cheaper product elsewhere 68% go elsewhere because the people they deal with are indifferent to their needs 10% are chronically dissatisfied 290 Moments of Truth 2
Moments of Truth A Moment of Truth is an episode where a member comes in contact with any aspect of the Toastmasters experience and forms an impression of a club’s quality and service. 290 Moments of Truth 3
Counting the moments... First impressions Membership orientation Fellowship, variety and communication Program planning and meeting organization Membership strength Achievement recognition